Susan Caldwell
Houston,TX
Summary
Attentive telecommunications professional with training and experience to handle stressful situations. Organized and thorough in documenting calls. Helps first responders coordinate emergency actions and support the local community.
Overview
22
22
years of professional experience
Work History
Police Dispatcher
Memorial Villages Police Department
- Responded to emergency calls for service
- Sent out the proper authority to resolve the situation
- Entered caller information into computer aided dispatch
- Maintained communication with callers to monitor emergency situations
- Gave out first aid information, if needed
- Operated a two-way radio, telephone, and multiple computer screens.
Associate Teacher
Houston Independent School Distict
08.2023 - Current
- Applied play-based strategies to provide diverse approaches to learning.
- Consulted with parents to build and maintain positive support networks and support continuing education strategies.
- Observed children to identify individuals in need of additional support and developed strategies to improve assistance.
- Developed students'' critical thinking skills by incorporating problem-solving activities in the curriculum.
- Utilized assessment data to inform instruction and adjust teaching strategies, ensuring each student''s progress towards learning goals.
- Helped lead teacher set up and manage classroom and outdoor activities.
- Contributed to successful school-wide events by collaborating with fellow teachers on planning committees, coordinating logistics, and supervising student participants.
Part Time Model Home Assistant
Resource Staffing
11.2021 - Current
- Introduces potential buyers to the model home for the community
- Gives the potential buyer pricing information, floor plan information, provides guided tours of the model home, informs the potential buyer of the community amenities and gathers information of the potential buyer to share with the New Home Sales Consultant.
ARB Panel Member
Hcad Appraisal Review Board
04.2022 - 08.2022
- Appointed as a ARB Panel Member for Summer of 2022
- An Appointment of citizens authorized to resolve disputes between taxpayers and the appraisal district
- The ARB panel member hears taxpayer protests
- The ARB panel member also hears issues that a taxing unit may challenge about the appraisal district's actions
- In taxpayer protests, it listens to both the taxpayer and the chief appraiser
- The ARB panel members decisions are binding only for the tax year in question
- ARB hearings begin around May 1.
Health Screener at Metro/First Transit - Contract Position
Spearhead Group
11.2020 - 03.2022
- Verified the temperature of the employees/visitors as they came into the work site
- Employees under a certain temperature would get an arm band allowing access to the site
- Denying entrance, the person, in the case the Employee or visitor did not meet standards to enter
- Verified the employee had not been exposed to Covin 19 in the prior 14 days by asking a series of general health questions
- Greeting employees, visitors and monitoring the front entrance
- Wore PPE and also followed the CDC guidelines concerning Covin-19 spread prevention.
CDC Vaccination Project - Contract Position
Startek
03.2021 - 06.2021
- Answered incoming phone calls from the public asking for the location of where to get the vaccinations near the callers zip code
- Heavy Data Entry, accurate typing, use of multi screens, use of CRM and other applications and office suite use, heavy and positive customer service
- Remote from home
- Contract ended by CDC on 7/2/2021.
Emergency and Security Dispatcher
Lyondell Basel
02.2019 - 04.2019
- Worked rotating shift, overtime, holidays and weekends
- Participated in COV
- Monitored Air quality
- Dispatched out Lyondell Bassell Fire and EMS
- Contacted other agencies, as required.
Schedule Coordinator
Rem X (Atlas Cap Co)
11.2018 - 11.2018
- Coordinated incoming calls for service and installation
- Scheduled all shop and field service jobs/activities
- Information liaison between Service Manager, Service Technicians and customers
- Provided regular updates to customers
- Created purchase orders for service work, verifying terms and conditions with customers.
Technical Dispatcher
Insight Global (Black Box Co.)
10.2018 - 11.2018
- Planned and scheduled with Client and Company management to determine status of projects
- Expedited operations that delayed schedules
- Altered schedules to meet unforeseen conditions
- Prepared production reports
- Prepared lists of required materials, tools, and equipment
- Prepared purchase orders to obtain materials, tools, and equipment.
HVAC Dispatcher
ARS Inc.
07.2018 - 09.2018
- Dispatched technicians to calls for service
- Provided clear and concise communication with department managers, employees and company customers
- Kept customers appraised as to company schedule and requested jobs.
Service Coordinator/Dispatcher
Apple One
11.2017 - 02.2018
- Dispatcher and service coordinator for a Mechanical company (construction, HVAC and Plumbing).
Service Coordinator/Dispatcher
Way Service Co
05.2016 - 02.2017
- Created Service Technicians daily schedules
- Dispatched technicians as service calls are needed
- Scheduled return trips with customers when parts received
- Created On-call schedule for the service technicians
- Maintained customer database with current information
- Clear and Concise communication with department managers, employees and company customers, including keeping customers appraised as to company schedule and requested lead times
- Provide accounting and maintenance contract billing information
- Issues purchase orders, process invoices, and provide good customer service
- Process the Service technician Payroll weekly.
911 Tele-Communicator
Harris County Sheriff Office
05.2015 - 11.2015
- Answered all incoming 911 calls
- Collected all pertinent information from the caller using excellent verbal communication skills
- Entered data in the computer
- Aided dispatch system
- Read maps of the service area.
Administrative Support Team Lead
O’Connor and Associates
08.2002 - 02.2015
- Used empowerment, trust and other strategies as appropriate to develop and motivate team members
- Developed a multifaceted rewards system that made team members excited to show up to work every day and do their best
- Supervised a real estate project and reported on its feasibility
- Taught and trained team members on various customer service strategies
- Communicated expectations, assignments and responsibilities clearly and professionally
- Undertook ongoing customer service work to better understand the demands, positives and pain points of the job
- Developed, implemented and assessed performance metrics
- Proven record of boosting team performance and employee retention rates
- Traveled to Coimbatore, India, five times between 2009 and 2012 to teach and train employees of a subsidiary company.
Fire Repair and Services Dispatcher
Clayton Services
11.2019 - 12.19
- Shipping and receiving
- Provides support for monitoring and processing alarms received within the Central Monitoring Station (CMS)
- Receives, processes and dispatches emergency calls to responsible agency or customer contacts
- Provides outstanding customer service by receiving calls from customers that are requiring service or information reference on their accounts
- Supports customers by providing information while providing efficient and courteous service
- Process and handle a high call volume of emergency and non-emergency calls daily
- Reviews and critiques recorded conversations for purposes of improving customer interaction skills
- Troubleshoots signals and provides details to customers
- Monitors multiple platforms at once and prioritizes dispatch
- Continuously monitors alarm signal queue for prioritized response
- Acknowledges alarms received and dispatches appropriate personnel for issue at hand
- Manages length of calls
- After dispatch, logs call into system activity report
- Documents detailed notes in the appropriate system in a timely manner by documenting all calls with appropriate resolution codes and notes
- Generates statistical or investigative reports for management
- Provides quality customer service on every call
- Must exercise good listening skills
- Attends monthly meetings and training sessions.
Education
Bachelor of Arts - Criminal Justice
University of Houston - Downtown
Houston, TX05.2025
Skills
- Public Safety Awareness
- Interviewing
- Multi-line phone system
- Data Entry
- Incident Prioritization
- Teamwork and Collaboration
- Problem-Solving
- Computer Skills
- Excellent Communication
Timeline
Associate Teacher
Houston Independent School Distict
08.2023 - Current
ARB Panel Member
Hcad Appraisal Review Board
04.2022 - 08.2022
Part Time Model Home Assistant
Resource Staffing
11.2021 - Current
CDC Vaccination Project - Contract Position
Startek
03.2021 - 06.2021
Health Screener at Metro/First Transit - Contract Position
Spearhead Group
11.2020 - 03.2022
Fire Repair and Services Dispatcher
Clayton Services
11.2019 - 12.19
Emergency and Security Dispatcher
Lyondell Basel
02.2019 - 04.2019
Schedule Coordinator
Rem X (Atlas Cap Co)
11.2018 - 11.2018
Technical Dispatcher
Insight Global (Black Box Co.)
10.2018 - 11.2018
HVAC Dispatcher
ARS Inc.
07.2018 - 09.2018
Service Coordinator/Dispatcher
Apple One
11.2017 - 02.2018
Service Coordinator/Dispatcher
Way Service Co
05.2016 - 02.2017
911 Tele-Communicator
Harris County Sheriff Office
05.2015 - 11.2015
Administrative Support Team Lead
O’Connor and Associates
08.2002 - 02.2015
Police Dispatcher
Memorial Villages Police Department
Bachelor of Arts - Criminal Justice
University of Houston - Downtown
Similar Profiles
Lezli PenningtonLezli Pennington
Endoscopy Clinical Coordinator at Kelsey-Seybold- Memorial Villages ASCEndoscopy Clinical Coordinator at Kelsey-Seybold- Memorial Villages ASC
Lauren HillLauren Hill
MSW Intern at Department of Veterans Affairs (HUD-VASH-Ocala/The Villages)MSW Intern at Department of Veterans Affairs (HUD-VASH-Ocala/The Villages)
Jodi BrownJodi Brown
Patrol Sergeant at Vallejo Police Department/Vallejo Police Department/Internal AffairsPatrol Sergeant at Vallejo Police Department/Vallejo Police Department/Internal Affairs